Exl Service

Engagement Manager (Contact Center)

US-NJ-Jersey City
ID
2017-4889
Type
Regular Full-Time
Job Code
DJOB

Overview

EXL (NASDAQ: EXLS) is a leading operations management and analytics company that designs and enables agile, customer-centric operating models to help clients improve their revenue growth and profitability. Our delivery model provides market-leading business outcomes using EXL’s proprietary Business EXLerator Framework™, cutting-edge analytics, digital transformation and domain expertise. At EXL, we look deeper to help companies improve global operations, enhance data-driven insights, increase customer satisfaction, and manage risk and compliance. EXL serves the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics industries. Headquartered in New York, New York, EXL has more than 26,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), South America, Australia and South Africa. For more information, visit www.exlservice.com.

Responsibilities

We are looking for a seasoned Contact Center expert who is experienced with transforming basic call centers into next generation Omnichannel Contact Centers. As an EXL Program Manager, the successful candidate will lead transformational programs, drive change management and regularly interact with senior client executives as well as being capable and experienced in gathering and understanding the details.

 

Leads at least 1-2 project teams of 4+ consultants as well as the client team in all aspects of project execution

  • Drive transformational change in a contact center environment using proven change management techniques motivating the project team and client to become a Best in Class Contact Center
  • Engage with internal and client resources to lead, develop and establish Contact Center methodologies and best practices
  • Serve as primary client day-to-day contact and ensures client requirements are defined and met
  • Provides Contact Center expertise and thought leadership to deliver business insights which identify and resolve complex issues critical to their clients’ success
  • Owns the overall problem definition, structuring and execution of the project, with on time delivery, ensuring all project goals are met
  • Manages cross-functional team members and subject matter experts, including definition of objectives, oversight of execution and evaluation of performance
  • Interacts regularly with senior EXL partners and clients stakeholders to ensure project is meeting its objectives and solicit feedback on project deliverables
  • Assists in maintaining ongoing relationship with the client and identifies future engagement opportunities
  • Actively contributes to business development and to attracting, retaining, developing, and motivating a team of diverse and qualified staff
  • Is experience in the use of Change Management techniques and tools

  • Experience consulting contact centers where unions are involved is a must

 

Program Manager Responsibilities

 

The program manager is an individual who can "make things happen" through team building, change management, effective management of client relationships, and attention to detail.  Individual will act as a single point of contact with customers and project teams in order to ensure that projects are completed on time, within budget and to contractual requirements.

 

Individual will lead project teams in the delivery of on-time technology and business solutions, including analysis, design, development, testing, training, installation and transition of post implementation support.  Individual will be responsible for driving organizational change activities that integrate with technology implementations.

 

Individual will provide leadership and direction in establishment of standardized project management processes. This entails:

 

    • Execute and drive adoption of the future state Ominchannel Contact Center vision

    • Provide functional expertise in at least two of the following: customer service transformation, customer service process implementation, IVR design and implementation, digital customer service technology platforms, contact center forecasting and WFM 
    • Overseeing the project/program baseline development and implementation in a computerized environment that supports reporting (tools might include MS Project or other software productivity tools

    • Developing and maintaining the project plans through the use of the project work breakdown structures, product backlogs, sprint backlogs,  project and program charters, scope definition, schedules, resource requirements, expenditure schedules, sales forecasts, recording of sales, financial summaries, resource allocation and forecasting as well definition and issuance of relevant reports for clients and management

    • Working collaboratively with client stakeholders to understand and address constraints promptly, ensuring teams are empowered to execute and deliver to established expectations

    • Promoting a flexible engagement environment that can handle changes in direction while maintaining focus on delivering value for the client Individual will be expected to anticipate and identify issues that will inhibit attainment of goals and proactively solve those problems. S/he will also coordinate resolution of issues through the use of change management and consensus building. The program manager also oversees client billing.

 

 

Qualifications

Must have BS degree and 7+ years of experience managing complex technology projects with at least 4+ years in contact center transformation.  Must have experience managing projects using agile methods.  Agile/Scrum certification and/or PMI certification as well as any change management certification preferred.  

 

Must have proven ability in driving vision and strategy, transformation, and business outcomes.

 

The candidate for program manager must have excellent planning, problem solving, project management and leadership skills. The ability to communicate effectively with technical personnel as well as management/executives including verbal, formal presentation and written communication skills is essential.

 

Ability to travel 50-80% of time based on client project needs.

EEO Statement

EEO/Minorities/Females/Vets/Disabilities

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